The touch sensor on the wireless headphones works unexpectedly even though I don't touch it

Follow these steps to troubleshoot the issue:

Note: Check the performance of the touch sensor after completing each of these steps. If the issue continues, proceed to the next step.

1. The touch sensor may not work properly if it meets any of the conditions below:
   • The touch sensor becomes wet due to rain, sweat, a wet towel, or something else.
   • Your hair is touching the sensor.
   • You are using a face mask.
   Hints:
   • If hair or another object is likely to hit the touch sensor and cause it to react, you can change the assigned function of the sensor to Not Assigned in the Sony | Headphones Connect app.
     
   • If you are using a face mask, the touch sensor may accidentally react to actions such as breathing. Adjust the position of the mask to avoid affecting the touch sensor with your breath.
2. Turn off the Adaptive Sound Control function using the Sony | Headphones Connect app.
   1. Under the Status tab, select the (right arrow) next to Adaptive Sound Control.
      
   2. Tap the slide bar to set Adaptive Sound Control to Off.
      
3. Reset the headphones.
   Hint: Refer to the Help Guide or the links below for details on how to reset the headphones:
   • WF-1000XM5
   • WF-1000XM4
4. Initialize the headphones.
   Initialization returns the headphones to the factory settings. All Bluetooth pairing information will be deleted.
   Hint: Refer to the Help Guide or the links below for details on how to initialize the headphones:
   • WF-1000XM5
   • WF-1000XM4

If the issue is not resolved, the headphones may be malfunctioning and service may be required.